AccountId: 011433970860
ContactId: 308fdd89-bc57-4e5a-ab0e-bf798e14a803
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 410119 ms
Total Talk Time (AGENT): 81615 ms
Total Talk Time (CUSTOMER): 68692 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/308fdd89-bc57-4e5a-ab0e-bf798e14a803_20250421T18:29_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you on APL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, um, I was looking for a patient's eligibility for dental.
[CUSTOMER][NEUTRAL] No I.
[AGENT][NEUTRAL] OK, I can the eligibility. Can I please get your name and your call back number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] My name is [PII]. My callback number is [PII].
[AGENT][NEUTRAL] OK thank you [PII] and then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] It's resa's 12 braces.
[AGENT][NEUTRAL] OK, and may I get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Her name is [PII]. Uh, date of birth is [PII].
[CUSTOMER][NEUTRAL] And then the policy ID is 60801 or payer ID sorry.
[AGENT][NEUTRAL] OK, that's our payer ID to submit claims electronically. Do you see another number?
[CUSTOMER][NEUTRAL] There's a policy card number it says on the card. It is 0260.
[AGENT][NEUTRAL] Yes, can you give me.
[CUSTOMER][NEUTRAL] Sorry, should I restart?
[AGENT][NEUTRAL] Yes, 0260.
[CUSTOMER][NEUTRAL] 7345.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] It's gonna be just a second. computer tries to pull it in.
[CUSTOMER][POSITIVE] Thank you OK.
[AGENT][NEUTRAL] OK, I do see that France does have an active policy.
[AGENT][NEUTRAL] And her effective date of the policy is.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] It's current and active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is there any way I can get a fax back on the breakdown?
[AGENT][POSITIVE] Absolutely, what's your fax number?
[CUSTOMER][NEUTRAL] It's going to be [PII].
[AGENT][NEUTRAL] OK, I'll put you on a quick hold while I get that fax ready for you and right back.
[CUSTOMER][POSITIVE] OK awesome thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Why is this not working?
[AGENT][POSITIVE] Oh my God, OK, thank you.
[AGENT][NEUTRAL] Where's my faxes?
[AGENT][NEUTRAL] Hi there I've got that fax on its way to you now.
[CUSTOMER][POSITIVE] Awesome, thank you.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help with before we go?
[CUSTOMER][POSITIVE] That would be it, thank you for your help today. You have a good day.
[AGENT][POSITIVE] You're welcome. You have a good day too, and thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.